We take complaints seriously and aim to resolve them quickly. This procedure applies to disputes about the Service, our refund decisions, our data practices, and our customer service.
Step 1 — Contact support
Email support@poa-it.com with:
- The nature of your complaint
- Your order number (if applicable)
- What resolution you are seeking
We respond within 2 business days and aim to resolve most issues within 5 business days.
Step 2 — Escalate to management
If Step 1 does not resolve your complaint, email complaints@poa-it.com requesting management escalation. A Customer Success Manager will review your case and respond within 5 business days.
Step 3 — Arbitration
If Step 2 does not resolve your complaint, you may initiate arbitration under Section 12 of our Terms of Service. We use the American Arbitration Association (AAA) Consumer Arbitration Rules.
Note: Texas law requires 60 days' notice before bringing a DTPA arbitration claim (Tex. Bus. & Com. Code § 17.505). Your complaint to us (Steps 1 and 2) satisfies this notice requirement if the complaint identifies a DTPA violation.
Regulatory complaints
You may also submit complaints to:
Texas Attorney General — Consumer Protection Division
1-800-621-0508
texasattorneygeneral.gov/consumer-protection
Privacy complaints under the TDPSA
texasattorneygeneral.gov/consumer-protection/file-consumer-complaint/consumer-privacy-rights
Concerns about unauthorized practice of law
Texas Unauthorized Practice of Law Committee
txuplc.org
We will not retaliate against any customer for submitting a regulatory complaint.
Attorney-related complaints
If your complaint concerns an attorney you engaged through our Marketplace, that is a separate matter between you and that attorney. You may submit a grievance to the State Bar of Texas at texasbar.com.
POA-IT does not employ marketplace attorneys and has no authority over them.